Search Results

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  Webinar The New, Unstable Normal Roundtable: How COVID-19 Will Change Business And Technology Forever

  Europe-Friendly Start Time

  October 28, 2020 | Laura Koetzle, Martin Gill, Martha Bennett

  The lasting impact of COVID-19 and the high likelihood of future pandemics will usher in five macro shifts that will fundamentally change business and technology: 1) Customer expectations will...

• Report Service Desk 2020: It's All About Employee Experience

  Reliable, Accessible Services Fuel Innovation And Satisfaction

  October 6, 2020 | Charles Betz, Andrew Hewitt

  Although new technologies emerge every day, employees can't do their best work because they can't find the services they need, and when they do, bureaucracy causes unacceptable delays. In an era of...

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  Webinar The Future Of Jobs In Europe

  September 21, 2020 | Dan Bieler

  2020 is a pivotal moment for Europe, with greater economic uncertainty, rapid technology change, and a pandemic disrupting existing working environments. The European job market will become even...

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  Webinar The New, Unstable Normal Roundtable: How COVID-19 Will Change Business And Technology Forever

  August 18, 2020 | Anjali Lai, Sucharita Kodali, Melissa Parrish

  The lasting impact of COVID-19 and the high likelihood of future pandemics will usher in five macro shifts that will fundamentally change business and technology: 1) Customer expectations will...

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  Webinar The Culture Of An Organization Defines Its Innovation Capabilities

  June 10, 2020 | Dan Bieler, Ash Mukherjee

  Far from being a soft issue, culture is the toughest nut to crack. Corporate culture matters because it provides the framework for what innovation objectives employees and managers prioritize and...

• Report The CEO's Guide To The Future Of Work

  Build The Adaptive Workforce That Succeeds, Despite Changes To How Work Gets Done

  June 8, 2020 | James McQuivey, PhD, J. P. Gownder, David Johnson

  Most pronouncements about the future of work miss the mark because they fail to account for what executives like you can see clearly in the here and now: how the shocks already reverberating...

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  Webinar Introducing The Forrester Wave™ Evaluation Of Cloud HCM Suites, Q2 2020

  Discover The Top Vendors That Can Help You Reignite Your Workforce In A Post-COVID-19 World

  May 28, 2020 | Mark Brandau

  This year’s Forrester Wave evaluation of cloud human capital management (HCM) suites represents a fresh view on the global HCM vendors. In reviewing 11 key vendors, we’ve reset most of...

• Report Predictions 2020: India

  Value-Driven Firms In India Will Win In The Post-Pandemic World

  May 7, 2020 | Amit Bhatia, Arnav Gupta, Satish Meena

  At the start of 2020, business across the globe was humming. Then, COVID-19 blew up around the world — and things changed fast. As the situation evolves, how will Indian firms react? In the...

• Forum CX Sydney

  The Time Is Now: Lead With Experience

  April 30, 2020 | Virtual Event | Michael Barnes

  CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

• Report Research Overview: Adaptive Strategies

  A CIO's Guide To Leveraging Adaptive Strategies To Win In Times Of Constant Change

  April 23, 2020 | Pascal Matzke, Patrick Carroll

  To win in times of constant change and uncertainty, tech leaders need to deploy adaptive strategies. Organizations following an adaptive approach are outpacing the competition through business...

• Report Invisible Resources Are The Secret Weapon For Growth

  Design A Future Of Work Strategy That Immediately Maximizes The Potential Of Intelligent Software And AI

  March 11, 2020 | J. P. Gownder

  Most leaders face a conundrum: They must innovate to grow their companies while simultaneously cutting costs. Satisfying both these imperatives is tricky, but there's an approach that can...

• Report The Forrester Wave™: Global Omnichannel Customer Service Outsourcers, Q1 2020

  The 10 Providers That Matter Most And How They Stack Up

  March 11, 2020 | Ian Jacobs

  In our 29-criterion evaluation of global omnichannel customer service outsourcing providers, we identified the 10 most significant ones — Alorica, Atento, Concentrix, Conduent, Sitel, Sutherland,...

• Report The State Of Marketing Innovation Maturity, 2020

  Benchmarks: The Marketing Innovation Playbook

  February 4, 2020 | Mary Pilecki

  Using data from the Forrester Analytics Global Business Technographics® Marketing Survey, 2019, this report provides CMOs with a benchmark of the marketing innovation maturity of firms around the...

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  Webinar The Employee Experience Bill Of Rights In The Era Of AI And Automation

  December 17, 2019 | J. P. Gownder, David Johnson

  Employee experience (EX) has become a key driver of customer obsession and business success. But as AI and automation enter the workplace, employee experience will be challenged on several fronts....

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  Webinar Understanding Employees For Better EX

  December 11, 2019 | Angelina Gennis, Kelly Price

  Just as great customer experience starts with understanding customers, great employee experience (EX) begins with understanding employees. Yet, most organizations fail to conduct the research...

• Report Employee Experience Efforts In Asia Pacific Are Well-Intentioned But Misguided

  AP Firms Are Turning Their Attention To EX To Fight Rising Challenges, But Need To Do More

  December 9, 2019 | Amit Bhatia

  The employee experience (EX) is hot in Asia Pacific (AP). Conferences on the theme sell out; EX-related job titles are increasingly visible in the market; vendors across the region have been...

• Report Top Research For CIOs: The Future Of Work

  November 20, 2019 | Pascal Matzke, Patrick Carroll

  The future of work is a hot topic within organizations today because it shines a light on the impact of automation, enables firms to better plan and prepare for the future, and helps increase...

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  Webinar The Forrester Tech Tide™: Human Capital Management, Q3 2019

  There’s Never Been A Better Time To Rethink Your People Strategy And Operations Investment

  September 26, 2019 | Mark Brandau

  The market for human capital management (HCM) software-as-a-service products continues to expand and evolve rapidly. Vendor consolidation is giving way to new areas of investment. New segments,...

• Report Employee Experience Is Crucial To Success In The Era Of AI, Automation, And Robotics

  Driving A Successful Employee Experience Also Drives A Higher RQ

  September 16, 2019 | J. P. Gownder, David Johnson

  Employees often resist when a firm implements AI, automation, and robotics. Many fear losing their job, mistrust their robot colleagues, and worry that if they do embrace the technology, they'll...

• Report The Adaptive Workforce Will Drive The Future Of Work

  To Thrive In The Era Of AI And Robotics, Cultivate The Right Skills, Culture, And Organizational Structures

  July 25, 2019 | J. P. Gownder

  The future of work isn't something that happens to you — it's something you create for your company and your own career. Unfortunately, C-level technology and business leaders are often uncertain...

• Report PEAK Human: The EX Equation For Dominating Our Transformation-Filled Future

  Vision: The Employee Experience Playbook

  June 7, 2019 | Samuel Stern

  The future of work will require employees to perform in an environment of continuous corporate transformation and under an increasing threat from automation. In the face of that much uncertainty,...

• Report The Inclusive Design Imperative: Win And Retain More Customers

  Modernize Your Design Practice To Reach More Of Your Target Market

  April 23, 2019 | Gina Bhawalkar

  Experience design (XD) leaders can help their firms win and retain customers, break into new markets, and get employees more engaged, by prioritizing inclusion. To do this, you need to shift your...

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  Webinar The Employee Experience Index: Your New Diagnostic Tool For Understanding How To Make Employees Productive, Happy Warriors

  March 18, 2019 | David Johnson, Samuel Stern

  Most firms ignore the underlying causes of a good employee experience. The employee engagement surveys at most firms can’t help you diagnose the root causes of good or bad employee...